Cost

You may exchange most of our products in their new, unopened condition within 30 days of delivery for a different item, voucher or full refund. Please see below for further information on how to return an item.

Our goods

We supply physical goods (wines) that you cannot return to us as they are perishable and we are unable to refund or exchange such items. If, however, your perishables have arrived damaged or expired we will replace or refund them when we are at fault.

Incorrect item delivered

We do our best to ensure the product information, availability, purchase price and associated delivery times and fees are accurately reflected on our site. Please notify us within 7 days (the sooner the better) by email at info@vergenoegd.co.za.

However, should we accidentally deliver the wrong product to you or if the product is not as described on the website, or is missing any parts:

    • Please do not remove the product from its original packaging or any of the stickers or labels.
    • Notify us as immediately and we will collect the product from you at no charge.

We will at your choosing:

    • deliver the correct item to you as soon as possible (if available); or
    • send you a voucher for the purchase price of the product; or
    • issue a refund (using the same method of payment you originally used for the purchase).
      • Please note that a refund is not available if the item was received as a gift.

Goods arrived damaged

If your goods arrive damaged, then we will do our best to resolve the issue. Please notify us within 7 days (the sooner the better) by email at info@vergenoegd.co.za.
We will require the following information to assess where in the delivery process the damage may have occurred:

    • photograph of the outer box (including whether it has a Fragile sticker or not);
    • photograph of the inside of the box, including the inner packaging; and
    • photograph of the damaged item.

If necessary we will arrange collection of the product from you at no charge. Once we have inspected the product or photographs and validated your return (if needed), we will, according to your preference:

    • replace the product (if available); or
    • issue a refund voucher for the purchase price of the product or
    • issue a refund (using the same method of payment you originally used for the purchase).
      • Please note that a refund is not available if the item was received as a gift.

How to return an item

There are different methods of returning an item. These methods are further explained in the returns portal:

    • You may request to drop off the item at your nearest Postnet. There is no cost associated with this. Our Customer Support team will be in touch to confirm the details.
    • You may drop off the item at our estate. There is no cost associated with this.
    • You may select a pick-up date and the item will be collected from you. We may charge a fee for this service.

How to package an item you want to return

The returning product must be packed, in its original packaging, in another box with as much padding and protective packaging as possible so that it can travel safely back to us. If the returning product has not been packaged properly and is damaged, then we simply cannot give you a refund. It is your responsibility to package the item correctly.

How we process your refund

Damaged goods

Refunds are handled within 8 to 10 working days of logging the return (refunds can take up to 3 working days to reflect in your account once processed due to banking timelines). Replacements may take longer as these are dependent on availability.

How will I know that my refund has been processed?

We will send you an email notifying you of your refund as soon as it has been processed. Unfortunately we can’t send you a proof of payment.

Our customer support department contact details

Telephone number: 021 843 3248
Email address:  info@vergennoegd.co.za
Address: Baden Powell Drive, Faure, 7131 Stellenbosch, South Africa
Office hours: Monday to Friday 08:00 to 17:00
Not open on Public holidays

Customer queries and complaints

We aim for complete customer satisfaction. We respect our customers’ rights and always try to comply with best practice and all relevant laws. If you are not satisfied with any of our goods, or have any questions, please contact our customer support department and have your invoice ready. We will try our best to solve your problem. We are proud of the reputation of our goods.

Any complaints regarding the standard and quality of the product or products bought by consumers through our website should be directed to the Customer Support Manager, Baden Powell Drive, Faure, 7131 Stellenbosch, South Africa or info@vergenoegd.co.za.

Dispute resolution

If we do not accept that we supplied defective or unsuitable goods, and our customer support department has not been able to help, any customer may still take the matter up with a suitable ombud or other dispute resolution body, or take legal action. The dispute resolution procedures under the CPA do not necessarily apply to all transactions with us. This policy does not exclude any other rights customers may have.